Job descriptionFull Time
Cadence ABA builds AI-native clinical software for ABA therapy providers, helping clinicians capture session data by voice, track mastery trends, and auto-draft billable session notes so they can stay present with the client instead of buried in paperwork. We're looking for a Customer Support Specialist to be a frontline resource for the clinicians and behavior analysts who rely on Cadence every day.
What you'll do
- Respond to inbound customer questions via email, chat, and/or phone in a timely, friendly, and accurate manner
- Troubleshoot product issues, replicate bugs, and work with the product/engineering team to get them resolved
- Guide new customers through onboarding and help existing customers get more value from the platform
- Maintain and improve help center articles, FAQs, and other self-serve support resources
- Track and triage support tickets, escalating urgent or complex issues appropriately
- Gather and relay customer feedback to product and engineering teams to inform the roadmap
What we're looking for
- 1+ years of experience in a customer support, customer success, or help desk role, ideally for a SaaS product
- Excellent written and verbal communication skills
- Strong problem-solving skills and patience when working through technical issues with customers
- Comfortable learning and explaining a technical product to non-technical users
- Organized, detail-oriented, and able to manage multiple open tickets at once
- Ability to work independently and use good judgment on when to escalate
Nice to have
- Experience supporting customers in healthcare, clinical, or HIPAA-regulated software
- Familiarity with ABA therapy, behavioral health, or clinical documentation workflows
- Experience with support tools such as Zendesk, Intercom, or similar helpdesk platforms